Papers on “customer experience”
Research on “customer experience” in the 480 tracked journals: papers per year and category, the journals, institutions and countries publishing it, the keywords studied with it and its most-cited papers. It is not among the most frequent keywords of the last 30 days, so this page has no list of its latest papers. Also as Markdown.
← Top research keywords · Keyword trends
Key findings#
- From 2017 to 2026 (so far), the keyword “customer experience” appeared in 679 papers in the tracked journals, most of them in marketing (278), management (160) and tourism and hospitality (101).
- 80 of them were published in 2025, against 38 in 2017.
- Since 2023, the institutions with the most of these papers were Hong Kong Polytechnic University (6), Macau University of Science and Technology (6) and International University of Monaco (5).
- The journals publishing most of them were Journal of Retailing and Consumer Services (53), Journal of Business Research (34) and International Journal of Hospitality Management (21).
- The most-cited of them is “The impact of virtual, augmented and mixed reality technologies on the customer experience” (Journal of Business Research, 2018), with 1,448 citations.
Papers per year#
20172026 (so far)
| Category | 2017 | 2018 | 2019 | 2020 | 2021 | 2022 | 2023 | 2024 | 2025 | 2026 (so far) |
|---|---|---|---|---|---|---|---|---|---|---|
| Marketing | 14 | 14 | 28 | 37 | 35 | 28 | 38 | 33 | 30 | 21 |
| Management | 5 | 14 | 12 | 20 | 18 | 19 | 19 | 20 | 19 | 14 |
| Tourism and Hospitality | 7 | 6 | 9 | 18 | 10 | 10 | 6 | 8 | 14 | 13 |
| Information Systems | 4 | 3 | 7 | 5 | 6 | 10 | 10 | 12 | 13 | 11 |
| Operations Research | 2 | 1 | 1 | 2 | 1 | 4 | 2 | 3 | 0 | 3 |
| Economics | 2 | 0 | 2 | 4 | 2 | 2 | 2 | 1 | 0 | 1 |
| AI | 1 | 1 | 1 | 0 | 1 | 1 | 1 | 2 | 2 | 0 |
| Finance | 3 | 1 | 1 | 0 | 2 | 0 | 0 | 1 | 0 | 2 |
| Health Economics and Policy | 0 | 0 | 0 | 0 | 0 | 0 | 1 | 0 | 1 | 0 |
| Accounting | 0 | 0 | 0 | 0 | 0 | 1 | 0 | 0 | 1 | 0 |
| All categories | 38 | 40 | 61 | 86 | 75 | 75 | 79 | 80 | 80 | 65 |
Where the papers come from#
| # | Journal | Papers |
|---|---|---|
| 1 | Journal of Retailing and Consumer Services | 53 |
| 2 | Journal of Business Research | 34 |
| 3 | International Journal of Hospitality Management | 21 |
| 4 | Journal of Retailing | 13 |
| 5 | Journal of the Academy of Marketing Science | 13 |
| 6 | Journal of Marketing Analytics | 12 |
| 7 | Technological Forecasting and Social Change | 9 |
| 8 | Electronic Commerce Research | 9 |
| 9 | Electronic Markets | 7 |
| 10 | International Journal of Research in Marketing | 6 |
| # | Institution | Papers |
|---|---|---|
| 1 | Hong Kong Polytechnic University | 6 |
| 2 | Macau University of Science and Technology | 6 |
| 3 | International University of Monaco | 5 |
| 4 | University of Bath | 5 |
| 5 | University of Johannesburg | 5 |
| 6 | University of Newcastle Australia | 5 |
| 7 | Babson College | 4 |
| 8 | Chengdu University of Technology | 4 |
| 9 | Ecole des Hautes Etudes Commerciales du Nord | 4 |
| 10 | Hanken School of Economics | 4 |
| # | Country | Papers |
|---|---|---|
| 1 | United States | 80 |
| 2 | China | 52 |
| 3 | United Kingdom | 37 |
| 4 | India | 29 |
| 5 | South Korea | 25 |
| 6 | Australia | 24 |
| 7 | France | 24 |
| 8 | Germany | 19 |
| 9 | Taiwan | 13 |
| 10 | Italy | 12 |
| # | Keyword | Papers |
|---|---|---|
| 1 | customer satisfaction | 34 |
| 2 | consumer behavior | 27 |
| 3 | customer loyalty | 21 |
| 4 | customer engagement | 20 |
| 5 | online reviews | 17 |
| 6 | customer journey | 16 |
| 7 | digital transformation | 15 |
| 8 | stimulus-organism-response model | 14 |
| 9 | chatbots | 13 |
Most-cited papers#
Cite this page
Scholar4AI. (2026). Papers on “customer experience”. Journal and Conference Research Rankings. Retrieved November 3, 2026, from https://scholar4ai.com/keywords/customer-experience
@misc{scholar4ai-keywords-customer-experience,
author = {{Scholar4AI}},
title = {Papers on “customer experience”},
year = {2026},
howpublished = {\url{https://scholar4ai.com/keywords/customer-experience}},
urldate = {2026-11-03},
note = {Journal and Conference Research Rankings; data from OpenAlex (CC0); licensed CC BY-NC 4.0}
}